The Agent is in status ready in conversation, but, for Supervisor appear not ready

[wilsonsant]

Hi Guys,

My Customer have the solution of UCCX 8.0(2) - Publisher and Subscriber and the Supervisor is having the following problem:

He is monitoring the status agent and is appearing status not ready for Agent, but, the Agent is conversation normally. This problem was perceiving only the Agent start the conversation, when that Agent is receiving the call the problem not is verified. Any have idea about this?

Thanks,

Wilson

[anchoudh]

Hi Wilson,

What is status of the CAD (check the status on the CAD toolbar) when this is heppening?

Is it a nomral inbound ICD call?

Thanks,

Anand

[wilsonsant]

Hi Anand,

Answering your questions:

Appear not ready for both (supervisor and agent)

Yes, is normal the Agent to do call and receive

Thanks,

Wilson

[anchoudh]

Hi Wilson,

Agent will be in Not Ready state, even when he\she is talking only in the NON-ICD calls. Same will be seen in Supervisor also.

So please make a test call which hits the ICD route point and gets connected with the Agent, let this Agent answer the call, he\she will go to the TALKING state, check the status in Supervisor also, it will be in TALKING state.

This is normal behaviour.

Hope this helps.

Anand

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[wilsonsant]

Hi Anand,

I did the test and verified that when the Agent call for Supervisor and Supervisor pick up the phone, continue appear not ready for both, not stayed Talking state

Thanks,

Wilson

[wilsonsant]

Hi Anand,

Complementing the explanation, if the behavior will be normal, as the Supervisor know when the Agent is in call or the Agent is in not ready status?

Thanks,

Wilson

[wilsonsant]

Hi Anan,

When You say about NON-ICD calls that the significate,

Thanks,

Wilson

[anchoudh]

Hi Wilson,

ICD Calls: Caller coming through ICD route Point->CSQ->Skills->Agents

Non-ICD : Auto Attendent Calls, Calls directly made at the extensions ..etc.

Agents state will be in Talking state when they are in talking state with the the Inbound ICD calls, but for Non-ICD calls there status will be in Not-Ready state eventhough they are in Talking state. And this is by UCCX Design.

Hope its clear now.

Thanks,

Anand

[wilsonsant]

Hi Anand,

Thanks for explanation. In my case the Customer is working with ICD calls. In this case then with a problem, correct? Because the Supervisor and Agent are stay not ready. Any have idea as solve this?

Thanks,

Wilson

[anchoudh]

Hi Wilson,

Yes, it looks to be a problem, if the Agents are going to Not-Ready state while they are on Call with the Inbound ICD calls.

For the quick check could you please check the Not-Ready Reason codes for the specific ICD call under test from the CAD reports from CAD client and post it back.

Thanks,

Anand

[wilsonsant]

Hi Anand,

Hi request to my Customer to do the tests again and salve the report. I am attaching the print

Thanks a lot,

Wilson

[wilsonsant]

Hi Anand,

This problem verified only the Agent doing the call  (outbound). Your explanation bellow mention about inboud. Is there any difference?

Thanks,

Wilson

[anchoudh · Accepted solution]

Hi Wilson,

Agent will go to Talking state only when handling the Inbound ICD calls and also when he is connected with an Outbound call (Call Made by the Outbound Dialer in Direct Preview Outbound dialing mode).

In any other cases like in your case, when the Agent is making an outbound call and when connected his status will be in Not_Ready state, and ame will be reflected in Supervisor desktop also.

This is the Design of UCCX.

Hope this helps.

Anand

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